Account wiped with $64k on Rollbit.com

[CypherMonk]

First of all, I'll suggest you to do a quote properly next time. It's rather impressive that the quote pyramid you did actually doesn't reflect to the real post content of the user, i.e. the person didn't actually quote the other person.

Moving to address your point, what do you propose campaign managers do when a scam accusation or an issue appeared on this forum? Pausing their campaign immediately until it got resolved? I think we'll see a lot of pauses, then, since almost new scam accusations and issues with casinos, both valid and invalid, appear weekly.

Sorry about the pyramid scheme but I'm not saying that they should pause their campaign immediately. But at least they should help players on this forum solve issues. Take for instance, you'll hardly see campaign managers commenting on players' issues regarding a specific casino, and when they do, they immediately side with the casino without seeing the evidence.

Mind you, I'm not siding with either the player or the casino, but when a player presents evidence its expected for the casino to give a response.

I have seen a lot of your posts here and I like that you only act based on evidence without being biased or supporting the player or the casino.

[holydarkness]

First of all, I'll suggest you to do a quote properly next time. It's rather impressive that the quote pyramid you did actually doesn't reflect to the real post content of the user, i.e. the person didn't actually quote the other person.

Moving to address your point, what do you propose campaign managers do when a scam accusation or an issue appeared on this forum? Pausing their campaign immediately until it got resolved? I think we'll see a lot of pauses, then, since almost new scam accusations and issues with casinos, both valid and invalid, appear weekly.

Sorry about the pyramid scheme but I'm not saying that they should pause their campaign immediately. But at least they should help players on this forum solve issues. Take for instance, you'll hardly see campaign managers commenting on players' issues regarding a specific casino, and when they do, they immediately side with the casino without seeing the evidence.

Mind you, I'm not siding with either the player or the casino, but when a player presents evidence its expected for the casino to give a response.

I have seen a lot of your posts here and I like that you only act based on evidence without being biased or supporting the player or the casino.

Oh, on that case, you can rest assured that they do help, in a way or two, players to solve issues.

Not immediately, as their job-desc actually didn't require them to solve issues with player from the casinos which the campaign they manage and usually the casinos have representatives on the forum that's more capable and official to address the issues, but from time to time, when I hit a wall on trying to get a casino to address an issue, where I've exhausted many ways to notify the casino and got no result, and when I happen to know the campaign manager, I asked them to reach their contact at the casinos to notify them.

[CypherMonk]

Oh, on that case, you can rest assured that they do help, in a way or two, players to solve issues.

Not immediately, as their job-desc actually didn't require them to solve issues with player from the casinos which the campaign they manage and usually the casinos have representatives on the forum that's more capable and official to address the issues, but from time to time, when I hit a wall on trying to get a casino to address an issue, where I've exhausted many ways to notify the casino and got no result, and when I happen to know the campaign manager, I asked them to reach their contact at the casinos to notify them.

Thanks for the clear explanation. Let's hope everything gets better!

[Petermario]

Just got another reply from the Rollbit team, they seem to not want to budge at all, as they won´t accept any proof I can provide. They don´t even accept to do the short notice video KYC as @holydarkness proposed



At this point I think I am left with very few options. I though that maybe I could just send them over all the documentation through the email communication to prove that I am still living in Luxembourg (even though they have not asked for it), maybe this will persuade them.

From their email, it seems like their TOS are heavily skewed towards the website, how is it even acceptable that my winnings in Luxembourg are void and the whole account is closed down because they believe I am moving to a restricted region?, even if they understand that my winnings were from an unrestricted region like Luxembourg. I would understand if they warned you about connecting from unrestricted regions and gave you the chance to withdraw the funds given they are not regulated there - but outright closing the account and keeping all of the funds? It seems they are looking for any and every way to steal player´s funds.

I am running out of ideas, and maybe the most clear option is to contact a lawyer in Curacao to help me with the issue.

@Pmalek, I am looking into the GSM triangulation but my phone providers are yet to come back to me with any details, will let you know.

[holydarkness]

Just got another reply from the Rollbit team, they seem to not want to budge at all, as they won´t accept any proof I can provide. They don´t even accept to do the short notice video KYC as @holydarkness proposed

[Image snip]

At this point I think I am left with very few options. I though that maybe I could just send them over all the documentation through the email communication to prove that I am still living in Luxembourg (even though they have not asked for it), maybe this will persuade them.

From their email, it seems like their TOS are heavily skewed towards the website, how is it even acceptable that my winnings in Luxembourg are void and the whole account is closed down because they believe I am moving to a restricted region?, even if they understand that my winnings were from an unrestricted region like Luxembourg. I would understand if they warned you about connecting from unrestricted regions and gave you the chance to withdraw the funds given they are not regulated there - but outright closing the account and keeping all of the funds? It seems they are looking for any and every way to steal player´s funds.

I am running out of ideas, and maybe the most clear option is to contact a lawyer in Curacao to help me with the issue.

@Pmalek, I am looking into the GSM triangulation but my phone providers are yet to come back to me with any details, will let you know.

Well yes, ToS, in general, like every other ToS in our life, from washing machine warranty to your gym membership is there to mostly protect the second party [the provider] and guide the first party of what may or may not be done.

Sending them your whole documents proving that you're still in LUX might worth a shot here, since apparently we're at nothing-to-lose situation right now, perhaps also add another explanation, stressing that you previously made a wrong statement that you're a UK resident, that you never have been and yet to be one, that you're still in LUX, as on the email they seems to be under impression that you're now a UK resident.

[Petermario]

Just got another reply from the Rollbit team, they seem to not want to budge at all, as they won´t accept any proof I can provide. They don´t even accept to do the short notice video KYC as @holydarkness proposed

[Image snip]

At this point I think I am left with very few options. I though that maybe I could just send them over all the documentation through the email communication to prove that I am still living in Luxembourg (even though they have not asked for it), maybe this will persuade them.

From their email, it seems like their TOS are heavily skewed towards the website, how is it even acceptable that my winnings in Luxembourg are void and the whole account is closed down because they believe I am moving to a restricted region?, even if they understand that my winnings were from an unrestricted region like Luxembourg. I would understand if they warned you about connecting from unrestricted regions and gave you the chance to withdraw the funds given they are not regulated there - but outright closing the account and keeping all of the funds? It seems they are looking for any and every way to steal player´s funds.

I am running out of ideas, and maybe the most clear option is to contact a lawyer in Curacao to help me with the issue.

@Pmalek, I am looking into the GSM triangulation but my phone providers are yet to come back to me with any details, will let you know.

Well yes, ToS, in general, like every other ToS in our life, from washing machine warranty to your gym membership is there to mostly protect the second party [the provider] and guide the first party of what may or may not be done.

Sending them your whole documents proving that you're still in LUX might worth a shot here, since apparently we're at nothing-to-lose situation right now, perhaps also add another explanation, stressing that you previously made a wrong statement that you're a UK resident, that you never have been and yet to be one, that you're still in LUX, as on the email they seems to be under impression that you're now a UK resident.

I will reply to them attaching the following, let me know if you would include anything else: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July and tenancy agreement. I think this will prove beyond any doubt that I was living and still live in Luxembourg.

If this is indeed a concern with the regulator as they claim, all of the information I am providing and have provided will be sufficient for them as well in the eyes of the regulator.

Also see my draft email below, let me know if you agree or would include anything else:

Thank you for your response.

It seems like my statement might have caused some confusion. I am not residing or living in the UK (or London) and as I stated on my previous email this was a mistake on my part as I thought I would be able to withdraw the funds without completing KYC.

On this regard, please find attached the following documentation that proves that I am still a Luxembourg resident: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July as well as tenancy agreement. Being employed in Luxembourg, as well as proof of actually living there through utility bills, tenancy agreement, payslips and residence permit will prove beyond any doubt that not only was I living in Luxembourg throughout the use of my account, but that I still continue to live here.

Let me know if you need any further clarification, I am also happy to carry out an enhanced KYC or show you all of this documentation live.

[holydarkness]

I will reply to them attaching the following, let me know if you would include anything else: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July and tenancy agreement. I think this will prove beyond any doubt that I was living and still live in Luxembourg.

If this is indeed a concern with the regulator as they claim, all of the information I am providing and have provided will be sufficient for them as well in the eyes of the regulator.

Also see my draft email below, let me know if you agree or would include anything else:

Thank you for your response.

It seems like my statement might have caused some confusion. I am not residing or living in the UK (or London) and as I stated on my previous email this was a mistake on my part as I thought I would be able to withdraw the funds without completing KYC.

On this regard, please find attached the following documentation that proves that I am still a Luxembourg resident: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July as well as tenancy agreement. Being employed in Luxembourg, as well as proof of actually living there through utility bills, tenancy agreement, payslips and residence permit will prove beyond any doubt that not only was I living in Luxembourg throughout the use of my account, but that I still continue to live here.

Let me know if you need any further clarification, I am also happy to carry out an enhanced KYC or show you all of this documentation live.

Perhaps a bit overkill and I personally think someone doesn't need to go to such length [which I consider a rather private matter] just to prove their residency status, but what do you think about attaching your recent grocery receipt? One from a convenient store that happens to be around the corner where you live might be even better.

[Petermario]

Perhaps a bit overkill and I personally think someone doesn't need to go to such length [which I consider a rather private matter] just to prove their residency status, but what do you think about attaching your recent grocery receipt? One from a convenient store that happens to be around the corner where you live might be even better.

Thank you for your input, I have been away and have just sent the email to the Rollbit team, please see below the email I sent, I also attached a recent restaurant receipt in LUX as you suggested.

"Hi Rollbit team,

Apologies for the delayed reply, it seems like my statement might have caused some confusion. I am not residing or living in the UK (or London) and as I stated on my previous email this was a mistake on my part as I thought I would be able to withdraw the funds without completing KYC.

On this regard, I am willing to provide more than enough personal information to prove what my living condition is (going far and beyond what would be expected in a KYC process). Please find attached the following documentation that proves that I am still living and residing in Luxembourg: payslip for July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills as well as tenancy agreement (and a recent restaurant receipt, the bank is also addressed to Luxembourg). Being employed in Luxembourg, as well as proof of actually living there through utility bills, tenancy agreement, payslips and residence permit will prove beyond any doubt that not only was I living in Luxembourg throughout the use of my account, but that I still continue to live here.

Let me know if you need any further clarification, I understand this is ample proof of my current (and previous) living condition. I am also happy to carry out an enhanced KYC or show you all of this documentation live."

I hope this can get resolved soon this way, as the proof I am providing is irrefutable. In case they come back with a negative reply, what could be my next steps?

[Petermario]

Rollbit are still to reply to my email with all of the evidence and personal information in the previous post. Given they normally only took 1/2 days to reply, I am looking to explore other options to unblock my funds (I have been emailing them since June).

Do you have any recommendations?

[holydarkness]

Rollbit are still to reply to my email with all of the evidence and personal information in the previous post. Given they normally only took 1/2 days to reply, I am looking to explore other options to unblock my funds (I have been emailing them since June).

Do you have any recommendations?

Let me try to PM Razer and bring this to his attention, see if he can yell at someone on their legal department, if you don't mind? That's the best recommendation I have in mind right now. I am about to send him a PM about another situation, anyway. Do you mind to, perhaps, wait a little while I nudged him?

[Petermario]

Rollbit are still to reply to my email with all of the evidence and personal information in the previous post. Given they normally only took 1/2 days to reply, I am looking to explore other options to unblock my funds (I have been emailing them since June).

Do you have any recommendations?

Let me try to PM Razer and bring this to his attention, see if he can yell at someone on their legal department, if you don't mind? That's the best recommendation I have in mind right now. I am about to send him a PM about another situation, anyway. Do you mind to, perhaps, wait a little while I nudged him?

Sure, thank you

[memehunter]

Lol! A Curaçao Gaming License holder wants to play by the book now  when it comes to cashing out!
My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement ) and closing his account. After that, they should enhance their geo-blocking system.
Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.

[Petermario]

Lol! A Curaçao Gaming License holder wants to play by the book now  when it comes to cashing out!
My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement ) and closing his account. After that, they should enhance their geo-blocking system.
Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.

It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).

I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.

[holydarkness]

It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).

I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.

I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.

[Petermario]

It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).

I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.

I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.

Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...

[holydarkness]

I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.

Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...

Hi, I would expect as much [no reply this far] as Razer seems to be offline. I think he was briefly online on 15th, but was unable to attend to any PM, given my inquiry about another situation is also not yet addressed.

About escalating this somewhere else... remind me again, to whom has you raised this dispute to?

[JiiBs]

Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?

It’s always a hard to believe or understand issue when your word is what needs trusting and there is a lot of money involved here. One sly move and you would have doubts stamped on everything you say which wouldn’t make the case any easier or better.

If OP is telling the truth, I would suggest he plays along with the Rollbit team as, they’ve been a reputable house on the forum for which most gamblers can attest.

[holydarkness]

Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?

It’s always a hard to believe or understand issue when your word is what needs trusting and there is a lot of money involved here. One sly move and you would have doubts stamped on everything you say which wouldn’t make the case any easier or better.

If OP is telling the truth, I would suggest he plays along with the Rollbit team as, they’ve been a reputable house on the forum for which most gamblers can attest.

Umm... I really don't mean to be rude, but... do you read the thread? All of the posts, or perhaps the last couple of pages to get a grasp of the current situation? OP is playing along with Rollbit, he corresponded with their compliance team, and currently they were silent. Of which, he asked me to try and see if I can get things back into motion.

So, again, with no intention to be rude as I currently don't think you're a spammer, what's the point of your post and/or you're trying to propose?

[Petermario]

I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.

Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...

Hi, I would expect as much [no reply this far] as Razer seems to be offline. I think he was briefly online on 15th, but was unable to attend to any PM, given my inquiry about another situation is also not yet addressed.

About escalating this somewhere else... remind me again, to whom has you raised this dispute to?

I have not received a reply yet...

I have not raised the dispute further either anywhere else, given that their compliance team seemed responsive, but I am reconsidering now - where would I be able to raise this?

[Petermario]

After following up with them they have answered the following in red:

"Thank you for getting back to us.

Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.

We are considering the matter closed and will not communicate on it further."

I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?